Cox Communications

Review: We have requested Cox Communications to send out a work crew to fix a line that has been down in our backyard for the last 10+ days. The line came down due to a storm/fallen tree branch in neighbor's yard. We have been able to get service to our TV, but the line comes down to eye level and is a SAFETY HAZZARD. After repeated requests to send someone out to fix this issue, it appears that now for a third consecutive visit by their technician, they continue to send out the incorrect work crew to fix the issue. Each time the person comes to fix the issue, they fill out their workorder as being complete; but the issue still remains.My wife and I have advised their Customer Service Dept, and continued to push to get the right person involved to no avail.We are turning to Revdex.com to investigate this complaint, as possible injury could occur if not resolved.Desired Settlement: Again, please complete job as described by raising the line accordingly.

Business

Response:

Review: I recently moved to a new residence and transferred my Cox services. I was told by the customer services representative that if I switched to a bronze package, adding a phone line to our service, our monthly bill would be about $20 cheaper than it currently was and we would receive free installation because of the upgrade in services. At the time we only had cable and Internet services. The installation crew failed to show up at the appointed installation time. We received a small credit for the no show. When the crew did arrive, 3 days later, they were under the impression that all they were doing was switching out our current modem for a phone modem. They were not prepared to run a cable line, which we had discussed with the customer service representative three separate times at this point. I was then billed a $120 installation fee. I was also told that our current cable and Internet plan would be transferred to our new address with the addition of the phone line. Once cable was installed our HBO services were not transferred along with the cable and internet services. This resulted in yet another hour-long call to Cox to resolve the issue. The installation fee was removed from our bill. The next months bill has come in and now I have been charged two $60 fees for self-installation and phone assistance. I, again, was on the phone with customer service for over an hour regarding this latest issue. I was told I would be refunded for both $60 fees. Only one of the $60 fees has been removed from my bill. In addition, this is the first bill with the upgraded service and the service and taxes are $50 more than our previous plan when we were told it would be approximately $20 cheaper. Our previous monthly bill was for around $150, this new bundle has come in at over $200.Desired Settlement: Remove false installation fees and return our services to what they previously were prior to being deceived into upgrading to a more expensive service.

Business

Response:

Review: I called Cox Communication on Thursday September 6,2013 to get technical support for a virus that got onto my computer. The Virus is called FBI Moneypak/Interpol/Mandiant/Cyber Security virus, which locks the computer. As part of our monthly subscription fee with Cox, they provide Cox McAffee Virus Protection. I called technical support and was transferred to Cox McAffee division, only to told that a person like myself would be unable to fix the problem. The were only interested in selling me a $99.00 subscription fee and $9.99 per month charge each month to get rid of this horrible virus. They would not tell me how to correct the problem. I was furious, as technical support told me at Cox Communication that they would correct the problem with no charge. To me, this is a money grabbing scam on the part of Cox Macaffe. They are only interested in getting more money out of the consumer. Needless to say, I hung up on technical support, restarted my computer in safe mode, and fixed the problem in less than 5 minutes, after reading information on the internet. Shame on Cox Communications. I have been a subscriber for 34 years. This is a very bad business practice being practiced by Cox Communications. A class action lawsuit should be filed against Cox for this practice, taking advantage of consumers.Desired Settlement: Want to make people aware of the problem, and have Cox Communication provide technical support for their Cox Macafee Virus Protection

Business

Response:

Hello Consumer,

I aplogize for the hassle you had to go thru. We provide anti virus free with our system however, it does not include support for removing a virus if your computer has technical problems. Our agent shouldn't have transferred you to Macafee Support. They should have informed you that we dont support the removal of a virus. We are glad that you were able to solve your issue. If you need any support please feel free to reach out.

Review: My wife has been a COX customer for nearly 8 years, and she has had COX telephone service for the last 5. She began this phone service in July 2010 and was never issued a modem. We do own our cable modem and additional wireless router that we use for our internet service. I also have never seen a phone modem and for the past 5 years the phone has been plugged into the phone wall jack and has rung every day with no call connection issues.We decided we no longer needed the phone and cancelled the phone service in the summer of 2015.This past billing cycle, a charge for $141.30 for hardware appeared on our bill. I called to inquire about this, was told that it was for the modem we were supposed to return, explained what I typed two paragraphs above, and was told it would be removed from the bill. The customer care rep said she would call me when the bill was adjusted so I could pay my bill. I never received a phone call.I initiated a chat session to inquire about why the bill had not been updated. I was told in that session that COX had come to the conclusion that we were indeed responsible for the equipment and needed to pay for it/return it. I was also told that my wife owned the equipment at her last residence and it was probably lost then. I was also told that the hardware was registered to my wife in July 2010. This information conflicts, as my wife moved into this house in July 2010.Frustrated after the chat, I called to resolve this on a three way phone call with my wife. After getting nowhere with the rep I spoke with a supervisor who repeated the same thing that I had already heard.COX has now admitted that the modem was registered only at my wife's previous address from 2009-2010. COX withheld information that it was expecting this piece of equipment to be returned for the entirety of that 5+ year period, also knowing that piece of equipment was not necessary to provide us with our phone service. The modem obviously didn't have any value to Cox until we cancelled.Desired Settlement: I will pay my bill minus the cost of this piece of equipment. I would like the remainder of my bill adjusted to compensate for this equipment charge.

Business

Response:

Tell us why here...

We are sorry to hear that our customer has concerns regarding an equipment charge, which they were unable to have addressed.We have reviewed the equipment charge and found the equipment in question to be from our customer’s previous address. Striving to live up to our mission statement “to be the most Trusted Provider” we realize that this has been some time and the customer may have misplaced, or thrown away the equipment. We have credited the equipment charge back to our customers account , and notified our customer of the actions taken.We are sorry for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue.

Business

Response:

Tell us why here...

We are sorry to hear that our customer has concerns regarding an equipment charge, which they were unable to have addressed.We have reviewed the equipment charge and found the equipment in question to be from our customer’s previous address. Striving to live up to our mission statement “to be the most Trusted Provider” we realize that this has been some time and the customer may have misplaced, or thrown away the equipment. We have credited the equipment charge back to our customers account , and notified our customer of the actions taken.We are sorry for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10880711, and find that this resolution is satisfactory to me.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10880711, and find that this resolution is satisfactory to me.

Regards,

Review: Let me tell you a little story. I have had problems now again for a week. 3 technicians. It was recommended I replace my gateway with a modem and get my own router. The router that was recommended is NOT compatible. I then called today and said please send someone out with a gateway. They said I was scheduled for today. I called at 5:45, they told me they were too busy. (No one ever called to tell me they were not coming). They said they would send the on-call. I called at 8:50. I was told they were too busy (No one called to tell me they were not coming, I have to call every time). I asked for a supervisor. She told me they have to bump this to a supervisor and the on-call tech did that. this is because I have had multiple techs out. So someone either is too busy to come or just pawned this off. No communication, still no wireless, still can not work. I will then have to have a supervisor call me and schedule for a simple gateway instillation which will probably not occur till tuesday since you will be too busy! Not one single call that no one would show up. Sat and waited for a total of 11 hours.Desired Settlement: Stop giving excuses and fix the issue. I do not want to talk to another supervisor because your protocol states since there were 3 techs out I need to. Do what the customer needs. Do not delay customers. I lose money because of your "protocols".

Business

Response:

Review: A call was made to Cox Communications to disconnect all services relative to Account # 001-5610-077847716, effective September 14th, 2014. The reason for this was due to my moving to a neighboring parish where Cox is not authorized to provide service. I was assured at that time that I would receive a final bill sent to my new address, which would include a refund of all deposits and for any services paid in advance, along with an early termination fee...all of which were acceptable. I was also informed that I would be mailed a kit so that I could return my equipment. To date, exactly none of these things have been accomplished. It was only after one of Cox's service techs called me and agreed to meet me at my place of business and collect Cox's equipment on 11/2/2014 was the account actually deactivated. And now, I receive not only a final billing notice for services that FAR exceed my cancellation date, but I also get a collection notice! I have contacted Cox via telephone and via email multiple times, and have received nothing but non-sensical answers and wholly substandard customer service. I direct your attention to the email exchange dated 11/21/2014, in particular.Desired Settlement: The desired settlement for my account is for the account to be properly "backdated" to reflect the appropriate and aforementioned and agreed upon cancellation date of 9/14/2014. Additionally, any resulting charges stemming from that date, the early termination fee notwithstanding, should be reversed accordingly.

Business

Response:

Review: A year ago I signed up with Cox for cable internet. I was referred to Cox by my apartment complex, "[redacted]", who gave me the business card of a sales rep. I called the sales rep and we set an appointment for him to come down to install our cable. When he arrived, I paid a deposit and agreed on a rate. Never once was our monthly rate described as a "reduced rate for a year only," "promotional offer," or anything analogous. It was a simple "Your rate is 38$/mo." No paper work was ever signed in regards to the rate being a promotional offer that was to expire after a year. As of a week ago, Cox doubled my monthly rate without ever informing me. Per the FCC, Cox is bound to give 30 days notice for an increase in a monthly rate. I never received this notice. Further, Cox explicitly claimed they do not have to give 30 days notice for "promotional offers." Cox was unable to show me where they are legally able to do this. Regardless, as I stated before, I never consented, agreed, or even knew of my cable rate being a "promotional offer." Thus, contractually my cable rate was not a promotional offer.I have talked to Cox countless times about my less-than-adequate internet connection, so Cox had countless opportunities to give notice of the change in rate. Also, Cox actually believes that they gave 30 days notice by billing me with the new rate. However, if I am to cancel my service, they pro rate the amount I owe by using the new, up-charged rate rather than the old rate. Therefore, the new rate is already effect with the new bill. Clearly, this is not 30 days notice if the new rate is in effect since you must gives 30 days notice before a new rate may be implemented.I never disputed that Cox was able to increase their rates. I dispute the manner in which Cox did so. It began with the dishonesty or negligence of the sales rep; it continued with Cox's inability to inform me of the terms, and concluded with Cox unwilling to resolve their mistake.Desired Settlement: A refund of the excess amount I was illegally charged at the new rate due to never receiving notice of the rate increase. I also want an apology from Cox, admitting they must give 30 days notice in situations such as mine. Someone at Cox did not do their job, whether it was the billing department or the sales rep responsible for 200 Carondelet, and I want an explanation.

Business

Response:

Review: I am paying for the Ultimate Internet Service with Cox Internet. When I first purchased this service my service was, more often than not, what I paid for:

Up to 200 Mbps download
Up to 20 Mbps upload
150 GB of Cloud Drive storage

However, over the past 2 to 3 months, daily my speeds drop to:

between 10Mbps to 30 Mbps download

When I reset my modem, sometimes this improves while others it has not. I have had two technicians come to my home to attempt repairs. The last person said that it is a problem with the plant. My neighbors on my block are experiencing the same problems.Desired Settlement: I would like for the necessary repairs to be completed so that I will receive the level of service that I am paying for. If this can't be accomplished than I should not have to pay full price for a service that I am not receiving.

Review: In August I was overcharged on my account by $123.00. September 11th I faxed in a copy of my bank statement to prove that I was overcharged. Since then I have spoken with 12 different Cox representatives who have all told me different amounts I am due and different ways I would be credited back the money. The first lady instructed me I would receive $220.75, which was the full payment auto-debited from my account, in the form of a check within 15 days. I did not receive the check, and spoke with another lady saying I would receive a direct credit into my bank account of $115.76 the difference of what my payment should have been (104.99) and what I was charged. I spoke with another representative, who said it would take 4-6 before I see a check. November 18th, I spoke with someone who told me I would receive a check for $72.59, she said there were other taxes and credits applied to my account. I still have not received anything, and called on December 30th, and in a 2 hour phone call, I spoke with 6 different representatives. I was transferred 5 different times because no one could tell me a real answer or amount. The last man I spoke with had to file a report with his supervisor to call me within 24 hours. The first lady I spoke with told me she could not find a credit and transferred me, the next woman told me a check was issued, but couldn't find its location so she transferred me. The next gentleman gave me a 60 credit to my account because I was charged earlier for an installation that didn't happen, but transferred me because I was still owed $72.59. The next lady couldn't help me at all, and transferred me to another man, who told me my credit is only worth $20.00. I currently have a credit on my cox account for $91.82. I was issued a credit for 31.82 to refund me an over draft payment, because my bill came out a month early, and the $60.00 credit for an overcharge for installation. I was issued small credits for my troubles, but I have not received a credit for my original payment in AugDesired Settlement: I would like to receive a check for the over charge.

Business

Response:

Review: I have been having speed issues with my internet for over a month now. I am not able to load a 720p video on youtube without having to stop and reload the video. I am paying for 50 Mbps and I am not getting even close to that. I had a technician come out on April 25, 2016, to find out why I have been having these issues. When the technician came, he looked at all of the inside cables and modem (which is rented from Cox) to see if that is what was causing the problems. He found out that it was outline line issues, which places the liability on Cox. The technician said that once he left the apartment he would file a ticket and the construction crew would call me within 2-3 days to schedule a time of service. I waited 11 days, no call from anyone from Cox. I called the customer service line to see what was the issue. They said that the ticket had not been forwarded to the construction crew so they went ahead and did it from their system. They said that someone would call me within 24 hours. I then spoke to a loyalty agent to see what they could do for me because of all of the issues I have been having. He was very good at his job because instead of taking money off my bill, I am now paying $40 more a month for TV and internet. He said that was a really good deal but after I looked online, it was way higher than what I could if I added the TV service through the online system. It now has been over 48 hours with still no call. From April 24, when the original technical issue has been reported to Cox until now, nothing has been done to fix this.Desired Settlement: I want a billing adjustment for all of the trouble this has caused me and the time I have taken out of my day. I am also paying for 50 Mbps service, of which I am not even getting half the speed I'm paying for. I also want the outside lines to be fixed ASAP so I can get the service the Cox has agreed to provide.

Business

Response:

We are sorry to hear that our customer is experiencing issues

with their services.

Upon receipt of our customers concerns we have reached out

to our customer to schedule a time for our field leadership team to review our

customers concerns. We have also ensured

that our customer is compensated for the issues he has experienced with their

services.

We thank our customer for bringing their concerns to our

attention, and for being a valued Cox Customer.

Sincerely

Executive Escalations Team SE

Cox Communications

Business

Response:

We are sorry to hear that our customer does not accept our response. Our Contractor Leadership Team did reach out to our customer and schedule a time to address their concerns. In that time period it was brought to our attention that our customer had a wiring issue that we needed to address, so we forwarded our customers concerns over to the team that re-wires apartments. We will issue our customer a $20.00 Credit for the missed appointment that he experienced. Our customer has our Executive Escalations Team Members direct contact information to report any unresolved issues that he may have.We thank our customer for bringing their concerns to our attention and for Choosing Cox Communications. Sincerely Executive Escalations SECox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11314523, and find that this resolution is satisfactory to me.

Regards,

Review: I am researching internet services in my area. I have called and chated online with Cox Communications. I asked how much data I could use per month under the plan in questions. They told me. I asked what happens when I go over. The reps stated that there would be a fee. I asked how much the fee would me. They said they could not tell me until I ordered serviceDesired Settlement: I want a clear statement of the fee. Sales reps should be able to tell a customer all fee before purchasing a service. The company needs to be clear on all fees.

Business

Response:

Review: Since I had service with COX in Feb. 2013, I could not get my voice messages from my phone because COX was giving me a hard time that I didn't want to use their network voicemail. I told Cox too many times that I do not want their network to take over after certain amount of rings. This is the reason why no one could not leave a message to our answering maching on our house phone.Desired Settlement: It need to be taken care of immediately and better let me obtain messages from my personal answering machine. The issue will also be blamed against Cox Communications' Information Technology Staffs of Atlanta, GA.

Business

Response:

Dear **. [redacted],

Review: Cox internet has wiring problems in mid-city which makes the voice over the internet impossible. Cox refuses to fix the problems.Desired Settlement: Cox fixes its wiring in mid-city in order that its internet functions properly.

Business

Response:

We are sorry to hear that our customer is experiencing issues with their data services. Upon receipt of our customers concerns we reviewed the account and found that there are no active services at the address of this complaint. We have spoken with our customer recently, in reference to Revdex.com Complaint ID: 11301975, which is the complaint that has the correct address we believe our customer is referring. As we explained to our customer at that time we are aware of an issue that is affecting our customer’s data services, and are working very hard with our construction team to resolve. However, do to the time line to get permits, and other approvals we have not as of today set the date for repairs. Our customer has the Executive Escalations Team member that is assigned to his accounts direct contact information, and we invite our customer to reach out to his Executive Escalations Liaison. We thank our customer for bringing his concerns to our attention, and we apologize for any inconvenience. Sincerely Executive Escalations SE Cox Communications Tell us why here...

Review: The customer service representative couldn't resolve my issue and promised a supervisor callback and I never received call.

I called customer service on 7/25/13 and reported poor internet service. They could not resolve my issue and send a technician out since I was in an outage but reported that my internet was not being effected by the outage. I asked to speak to a supervisor and was promised the supervisor callback. I never received a call and my issue has not been resolved. My account number is [redacted]Desired Settlement: I desire a refund on any internet service charges from the date the issue was reported until the issue is resolved.

Business

Response:

Hello,

this is resolved. we sent a technician out to the customer's home who changed the drop and installed a new modem at no cost. we also credited the customer back the charges from the first day it was reported.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Cox Communications [redacted]

Cox Communications, Inc.

I would like to lodge a complaint against Cox Communications of New Orleans, LA

At the beginning of February they came to install their Silver Bundle which runs $119.99 per month and includes internet, cable with four pay channels, as well as phone service.

Problem #1: The technicians told me my bill would actually be closer to $200 once taxes and fees were added in, as well as the price of the equipment. This of course was something the initial salesperson neglected to mention. They also failed to program the remotes so that they would turn the television and box on at the same time. In addition, they failed to complete installation of the box in the master bedroom and had to come back about 30 minutes after they left.

Problem #2: I told the salesperson I had four rooms I wanted service in. He told me that they normally only provide three boxes as part of the deal. Same said salesperson said he would throw in an additional mini-box for free.

Problem #3: Not only was I charged for a mini-box for room #4, I’m being charged for a third mini box which I don’t have. I was told I would have to have a technician come to the house to verify that I didn’t have this additional box.

Problem #4: My first bill has fluctuated between $125 to well over $300, which is due on March fourth.

Problem #5: After checking the internet speeds, which were at first guaranteed to be up to ‘100 Mbps’, I was told by one of Cox’s technicians that they can’t guarantee wifi speeds because of all the things that can interfere with the signal. They could only guarantee speeds if your computer was plugged into the modem or router. The technician also told me it was a waste of money to pay for a more expensive package to get better wifi speeds. He suggested raising the box to a higher level in the office, but the installation tech put only a 2 foot wire on it, so I could only put it on the desk. They were supposed to come and correct this as well.

Problem #6: In an attempt to get to a price which is affordable, I asked to be downgraded to the Bronze Package and to swap out the DVR boxes for the cheaper boxes. These were to be installed this weekend, but the technician called to say he did not have the right equipment.

Problem #7: The internet keeps going on and off. I was told there was some ‘T3’ issue and that the technicians who were supposed to come on the 21st would handle it. This appointment was rescheduled from the 17th, when they were supposed to come to my home in the late afternoon, but the service visit was logged as an office visit.

Problem #8: When I called earlier this week to dispute the bill, I told Lynette from Kansas that if this was not corrected, your company could come and get your equipment out of my house. Lynette accused me of threatening her personally, which is a total lie.

Problem #9: Expecting to get what I was promised.

There have been three employees who have actually been helpful when I called, and just when I thought the problem was solved, it actually got a little worse. Right now, your customer service is being run like the US Congress. Nothing constructive is getting done.

Sincerely,

[redacted]Desired Settlement: I would like the service promised and the bill adjusted.

Business

Response:

We are sorry to hear that our customer has unresolved billing concerns. Upon receipt of our customers concerns we reached out to our customer and our customer explained to us that all issues are resolved. With the exception of the promise to receive one mini box free for 12 months. We have placed a ticket with our IT Team to ensure our customers concern is addressed accordingly. We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications. Sincerely Cox Communications Executive Escalations Team

Review: OVER A YEAR AGO, COX DID SOME UG WORK AND DID NOT REPAIR THE SIDEWALK AS WE HAVE REQUESTED MORE THAN ONCE. IT IS A SAFETY HAZARD AND LOOKS BAD. THE WORK WAS DONE ON THE CORNER OF MATHER & LINCOLNSHIRE DR BY THE STOP SIGN NEXT TO 2032 LINCOLNSHIRE DRIVE AND THEY TEMPORARILY FIXED THE SIDEWALK WITH SHELLS. CHILDREN PASS & TRY TO RIDE THEIR BIKES ALONG WITH WALKING DOWN THE STREET & THE GRAY SHELLS ARE UNEVEN AND CAN CAUSE SOMEONE TO INJURE THEMSELVES,I ALSO TRIPPED, THE SIDEWALK NEEDS CEMENT PUT BACK NOT GRAY ROCK SHELLS. IT MAKES OUR BLOCK LOOK BAD. PLEASE HAVE SOMEONE CHECK & FOLLOW UP ON REPAIRS@ [redacted]Desired Settlement: REPAIR ASAP.

Business

Response:

Review: I recently returned to cox communications for my internet service- from the beginning I was having issues with the modem ( I least the modem from cox). The modem was taking an excessive amount of time to connect to the internet. I contacted tech support for assistance, the tech performed diagnostics from his end and said he noticed static on the line- se scheduled a field service technician to come to my home to check the cable line- I scheduled an appointment for Sunday june 14 between 5-7 pm. I received no call no show- I contacted cox as the problem continued- the represented from cox said the ticket( the appointment) was a self service ticket) and I would not be credited the twenty dollars they promise in their service guarantee. He refused to credit my account but he did schedule another appointment for June 24 2015- between 5-7 pm- I waited all evening for this service technician to arrive and fix the problem- about 6:25 I received a call that the technician was not coming as he had a personal problem, the cox rep. did not offer to reschedule.I took the defective modem to the cox store in Marrero for a replacement and requested a 40 dollar credit since this is the second time I made an appointment and no one came. the rep replaced my modem and said I had to call the support number for the credit. I called the cox 804-8444 number and spoke with the representative and he would not grant me the credit but connected me with tech support for the new modem- I was on hold for 27 minutes and finally got the modem set up.Cox owes me 40 dollars credit for the two service calls they scheduled and did not show up. I am not trying to be wrong but Cox has a service guarantee and they should honor it. I was home and waiting on two occasions for the cox repair man.Desired Settlement: 40 dollar credit for the TWO no show service calls

Business

Response:

Review: My cable and internet has been offline for several days now. I recent made a payment to Cox, so I know that billing is not the issue. I contacted the office manager of my building and was told that there had been some technical issues with their cox service, which was restored by the technician the same day. I also spoke to several residents within my building and was told that their service was working just fine. I contacted Cox on 9/30/14 (the same day that I noticed my service was offline) in hopes that they would send a tech out to fix the problem. We sat on the phone for quite some time trying to diagnose the issue. I contacted them several more times to voice my displeasure and to request that a tech be sent out to fix this issue. I was told that I would have to wait until Friday, 10/3/14. I am not happy about this issue because I paid for this service and I am being told that I will not be able to use it. I do not believe that cox values their customer. I am pretty sure that I am not the first nor the last individual that will contact you in regard to this issue.Desired Settlement: I would like to be refunded for the time spent unable to utilize the service that I just paid for. I would also appreciate if cox would respond in a more efficient manner so that I don't have to spend days wondering when my service will turn on.

Business

Response:

We are sorry to hear that our customer has experienced issues with their services. Our Executive Customer Relations team attempted to reach the customer on 10/03, there was no answer so we left our contact information for the customer to return our call. We see where our customer called back in later that day requesting credits for the issues they have experienced, and stating our technician resolved their issues. We issued a total credit of $98.39 for the issues our customer experienced. We offer our customer our sincerest apology for any issues that they have experienced with their services. We thank our customer for bring their issue to our attention, and for Choosing Cox Communications!

Review: In response to picture freezes and audio interruptions, Cox sent a technical person to my home to correct the problem. It was determined that the problem was with the outside line running from a pole in my neighbor's yard and coming to my house. The tech said he was unable to go into the neighbors yard since the neighbor was not at home. He left a notification advising the neighbor that a Cox representative would be coming out the next day and would access their yard. Nothing happened for several days, and I called Cox only to be told that outside line work was only performed by a special group of people, and that Cox had thirty days to send someone out. Cox then e-mailed me a survey about the service I received. I expressed my disappointment with the delay in fixing the problem, but nothing was done. On Oct. 1 or 2, I called Cox and told the customer service person that I was supposed to be scheduled for service to repair the outside line by October 3. I was then told that the service date had been moved to October 15. I asked to speak with a supervisor and was told that one would call me back within the hour. Three hours later I had heard from no one and I called Cox again and asked for a supervisor. A person named [redacted] came on the line and said that he would complete a form asking that if there were any cancellations, I would be called and an appointment would be made. I asked [redacted] for his phone number so that I could call him back if nothing was done in the next day or two. He said that company policy prohibited him from giving out a phone number. When I asked him what I should do if no service person showed up, he told me to call customer service. This is a shoddy way to do business; there is no accountability. I have been a Cox customer since Cox came to town, and this is the first time I have experienced such blatant disregard to a customer service issue. My On Demand has also been out because of this problem.Desired Settlement: I want Cox to (1) immediately correct the problem with the outside line, (2) issue a credit to my account for the cable service for the last month, and (3) set up some kind of system that lets customers who are reporting the same problem over say three times, to have access to someone who can help them. The customer service people are usually polite and friendly, but they don't have any authority to fix a problem, so the customer needs to have access to a supervisor where the buck will stop.

Business

Response:

We are sorry to hear that our customer has experienced issues with her cable services. Upon receiving this complaint we immediately reached out to our customer to schedule someone to come out and address her concerns.

Review: Cox's website advertises an Internet + TV bundle for $24.99 for 6 months then $29.99 for the next six months then full price after the first year. I chatted with the Cox customer service agent online while placing the order, [redacted]. [redacted] confirmed that my *TOTAL* monthly bill would be as described above plus tax/fees. In other words, I would pay $25-30 per month for one full year, not more. When I called to check on the status of my order I was told I would have to pay OVER $90/month!! More than 3 times the quoted price! I called three times (and waited on hold over 90 minutes) and each time the CSR comes up with a new excuse. I'm pretty disgusted with the bate and switch tactics.Desired Settlement: I want the service Cox advertised! No more bate and switch. You advertise $24.99 internet & tv... Deliver it. I have the written advertisement, the web advertisement and the transcript of the conversation that demonstrate $24.99.

Business

Response:

I spoke with the customer today I am awaiting an email from him with the offer that was advertised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I sent the request to Cox a couple days ago. Mr[redacted] answered my call and stated he would not honor the written word of Cox Communications Representatives.

When I asked why he wouldn't honor the e-conversation I had with the representative he stated, "The representative was confused." Shouldn't Cox be held to the standard of honoring it's word whether or not a rep is confused? I'd think so.

Regardless of if a representative of Cox is confused, I expect the corporation to honor those words. I'm disappointed that Cox does not honor its own words.

Regards,

Business

Response: